Customer Service Rep

Exemplis • San Francisco, CA

9d • $20 - $28 • Hybrid

About The Position

At Timbuk2, our customers are the core of everything we do, and we’re committed to providing them with top-notch customer service. As Timbuk2’s Customer Service Representative, you will serve on the customer frontline. You are responsible for all direct phone, SMS, and email communication with the customer. You will also handle sensitive customer interactions, propose creative solutions to business issues, and establish rapport with our Timbuk2 customers. You secretly love a difficult customer and “see obstacles as opportunities” (don’t worry, drinking the Kool-Aid is optional.) You’re charged with shaping and protecting the Timbuk2 customer experience.
Becoming part of Timbuk2’s close-knit, hard-working customer service team, you’ll engage in regular inter-departmental communication to wrong the rights and make the rights even righter. Are you passionate about helping others and actively offering solutions/ideas that will delight our customers? Have a can do attitude! If so, we want to hear from you!

Requirements

• High school diploma or equivalent required
• 1+ year experience in customer service

Nice To Haves

• Bachelor’s Degree
• Proficiency in most CRM tools, Microsoft Great Plains, Google Docs
• Hospitality or Retail industry background
• Experience working in a call center
• 30 + wpm
• Social Media experience a plus

Responsibilities

• Act as a customer advocate and brand ambassador, creating meaningful, positive experiences at every touchpoint while serving as a liaison between customers and internal cross-functional teams.
• Deliver personalized, high-quality support across phone, chat, email, and social channels, ensuring each interaction reflects Timbuk2’s values and commitment to exceptional service.
• Take full ownership of customer inquiries from initial contact through resolution, addressing questions related to orders, products, policies, repairs, and order updates with care and attention to detail.
• Resolve customer concerns promptly and thoroughly within established service-level expectations (under 24 business hours), striving to exceed expectations in accuracy, tone, and follow-through.
• Proactively identify opportunities to improve the customer experience by anticipating needs, offering relevant product recommendations, and sharing helpful guidance.
• Navigate complex or sensitive situations with professionalism and confidence, escalating issues when appropriate after attempting independent resolution.
• Educate customers on Timbuk2 policies and processes in a clear, supportive manner that builds trust and transparency.
• Engage with customers on social media and respond to product reviews using a friendly, authentic, and on-brand voice that strengthens community and loyalty.
• Meet or exceed customer experience metrics and service standards (KPIs), while actively participating in ongoing training and continuous improvement initiatives.
• Maintain schedule flexibility, including availability to work weekends, to support customer needs across channels.

Benefits

• Competitive Salary: Our compensation philosophy is to be externally competitive, internally fair, and not win or lose on compensation. Salary ranges are developed with the support of national benchmarks and industry best practices that adjusts to your cost of labor, years of relevant experience, skill set, and education.
• Hybrid Work Schedule: We support employee needs and their work/life balance so we offer the flexibility to work remotely while being onsite as needed for “collaboration days.”
• Health Insurance: We offer a variety of health insurance options (medical, dental, vision, etc.) for all of our team members. Eligible the first month following your start date.
• 401(k): We match 100% up to 3% and then 50% of the next 2% deferred.
• Time Off: Taking time off to recharge is a must whether it is for your personal health or vacation; paid time off starts accruing day 1!
• Observed Holidays: 10 company observed holidays: New Years, Martin Luther King, President’s Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Day.
• Employee Discounts: We offer discounts to our employee across all of our product lines.
• Hit our Numbers Lunch: When we hit our monthly milestones, we all celebrate!
• Tuition Scholarships: Partnership with UMASS Global for 10%-20% off tuition for you and/or your family.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED